When registering for the Customer Portal, the taxpayer needs to enter:
- The same Last Name and Last 4 digits of their Social Security Number that are in the tax return.
- The same e-mail that the Portal link was sent to.
- The same mobile number that the portal link was sent to.
If the combination of those pieces of information doesn't match, they will see that error message. To get past the error message, verify that the taxpayer is using the exact identifying information that you entered in the return and used to send the Portal link.
Example: If you send the portal invite to the taxpayer's email address (firstname.lastname@example.org) but the taxpayer tries to register with their other email address (email@example.com), they will receive the message that the data does not match.
If you need to send the link to a different mobile number, be sure it is corrected in the return before attempting to send the Portal link to the taxpayer.
If the taxpayer is having difficulty confirming their portal login on their mobile phone using e-mail, resend their link to them via text and try going that route.